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Real Time Analyst
4 weeks ago
About the Job
We re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Real Time Analyst, You Will
- Evaluate large amounts of data
- Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
- Adjust staffing and scheduling according to changing needs of the business
- Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
- Monitor schedules and escalate issues regarding attendance adherence
- Work with team members to ensure they know their statistics related to the schedule
As Real Time Analyst, You Have
- High school diploma or equivalent (required)
- Some post-secondary or completion of post-secondary schooling (preferred)
- Good communication skills
- Advanced knowledge of MS Word and Excel
- Adaptability to learn a variety of software programs
- A high level of accuracy with regards to data entry
- Strong analytical and problem solving skills
- Willingness to learn and adapt to working in a new environment
- The ability to multitask and self-manage your work day
